Don't use online service

Ordered 2 sleeping bags from them, they deliver 1 wrong, sent it back and have now been waiting for them to deliver one. Have sent 2 messages, phoned 4 times, every time they said they will get back to me, but no email or phone calls or any status update of any kind and still don't know what is happening. This process has now been dragging on for 2 weeks. Seems to be one of the companies who liked the idea of online, but has 0 idea of how to do it.